The Design And Development Of Distributed Call Center Based On Softswitch

By integrating computer and communication technology, the call center is an operation place which can automatically and flexibly handle a variety of inbound and outbound telephone calls. With its customer-centric characteristics, it helps to improve user satisfaction and service quality, promote and improve corporate expression, as well as gather information. Traditional call centers based on circuit-switched have some shortcomings of higher cost, simple functions and inflexible. In order to meet the market demand, call centers based on softswitch technology were developed. Softswitch technology separates the call transferring and calls controlling, as well as the call controlling and service. And it makes services completly independent of the network. With advantage of lower cost and good service scalability, the softswitch-based call center can meet the service needs of people. So, it has become the research focus of the communications industry now.The main works of this paper are described as follows:1. The advancement stages and research status of call centers are introduced;2. The softswitch network architecture and related protocols are concretely discussed.The functional structure, configuration files and call flows of the asterisk open-source softswitch platform are analyzed;3. A distributed call center software arcitecture is designed, which include the network structure, functional structure, software development structure, and database storage and table descriptions;4. The call center is developed by using java development language, the MyEclipse development platform and the SSH framework technology. The concrete realization of the call center is described including the communication module with Asterisk manage interface, functional services process module, data storage module and application view module. The main web pages of the system are showed.A cluster and load balancing solution of asterisk is proposed by using open source SIP server Kamailio as a load balancing server.5. Stress test and performance test of the asterisk server are tested. Some key features of the call center are tested, such as adding an IVR and adding the extension information.The experimental results achieves the desired effect.